Cisco and Meraki Donation Program FAQ

1. Question: Where is my Meraki license key(s)?

Answer: Once your device(s) ships, Cisco Meraki will send an email containing your license key(s) to the email address listed on the request. If you have received the devices but cannot locate the email, submit a support case via your Meraki Dashboard. 

1. Log in to your Meraki Dashboard.
2. Navigate to "?" > “Get help” > “Still need help?” > “Submit an email case”.
3. Use the provided fields to explain the question or issue. Please include any relevant details.
4. Click Submit.

You will receive a confirmation email and a Support Engineer will get back to you as soon as possible. You can update the case as needed by replying to that email or visiting the “Help” > “Get help” > “View full case history” page in your Dashboard.

2. Question: I can’t find the device or license that my organization needs on the TechSoup website.

Answer: Nonprofits have access to most Cisco Meraki products through the TechSoup programs. Please complete the Custom Cisco Requests form and our team will get back to you via email within 5 business days. They will provide the administrative fee of the product(s), expected delivery timeframe, and next steps if you wish to proceed. 

3. Question: The product I requested did not suit our organization’s needs. How can I return it for a refund? 

Answer: Cisco Meraki does not generally allow returns on devices. To return a license, please contact TechSoup customer support stating the TechSoup request number, which license to return, and the reason for the return. Our team will reach out to you within 5-10 business days. Returns may only be approved for licenses that are unused and were distributed by Cisco Meraki fewer than 30 days ago.

4. Question: When will the product I ordered be delivered?

Answer: Once your request is fulfilled by TechSoup, it will send an email to the email address used on the request, providing an estimated ship date. The email title will begin with “Estimated Delivery Date”. Once Cisco Meraki ships your request, TechSoup will send another email with the expected delivery date. The email title will begin with “Delivery Information”. Please refer to the emails for up-to-date shipping expectations.

If you have not received the product after the date listed in the “Delivery Information” email, contact TechSoup customer support. 

5. Question: How long will it take for a specific product to be delivered?

Answer: Most orders will be delivered within 4 weeks from the time TechSoup fulfills your order. If you need a more specific delivery expectation, please contact TechSoup customer support.